'We Cannot Diagnose the Patient's Illness…But Experience Tells us What Treatment Works'

Having spent a lot of money collecting data to better understand the satisfaction of their customers, many clients want to know, with some certainty, what will happen if...? The traditional statistical techniques used to answer this question frequently struggle to cope with the complexity of real survey data, and in particular the interrelationships that exist between the various measures which make up 'satisfaction'.
  

'We Cannot Diagnose The Patient's Illness...But Experience Tells Us What Treatment Works'

Eric Willson Digitab andTim Wragg Taylor Nelson Sofres

Applied statistics and customer satisfaction

The nature of the data

Batteries of attitude statements...